|Posted:||Thursday, November 9, 2023|
Velocity is seeking a Supervisor of Voice Operations to join our company and lead our Voice Operations team. The Voice Operations team is responsible for provisioning and maintaining VoIP and Voice related products and serves as an escalation point of technical support for Velocity’s national voice services platform. The Voice Operations team is responsible for the remote support, installation, and upkeep of Velocity’s POTS, TDM, and VoIP services, including POTS IN A BOX (PIAB).
Voice Operations is responsible for maintaining active communication with our customers, on-site technicians, carrier service providers, and work directly with our engineering teams to support and troubleshoot our voice platforms. Our Voice Operations team ensures all tickets and jobs are handled quickly and accurately from start to finish. This position is eligible for remote work and reports to our Vice President of IT, with heavy coordination and collaboration with our Manager of Voice Engineering.
Principal Duties and Responsibilities:
Supervise daily operations and performance of the Voice Operations team.
Ensure new team members are accurately trained and prepared to provide technical support.
Keep track of emails and calls, making sure they are responded to quickly.
Monitor call quality and identify opportunities for improvement.
Work with engineering leadership to develop and implement policies and procedures.
Coordinate proper installation and configuration of voice service components.
Contact carriers and vendors to open new trouble tickets, schedule dispatches and stay up to date on existing trouble tickets.
Receive incoming calls and respond to emails regarding service troubles or call path changes.
Respond to customers in an expeditious and professional manner.
Authorize breaks to ensure proper coverage for the support team.
Keep track of team attendance reports.
Work with department leadership to perform annual and regular employee evaluations.
Other duties and responsibilities, as assigned.
Knowledge, Skills and Abilities Required:
2+ years’ experience implementing, troubleshooting, and maintaining VoIP systems.
Ability to multitask, working quickly and accurately.
Work well in a team-oriented environment, successfully completing individual tasks.
Demonstrated knowledge with telephone networks – POTS, VoIP, and TDM
Basic familiarity with telephony standards and protocols – H.323, MGCP, ISDN, SIP, RTP
Basic familiarity with IP networks and troubleshooting.
Ability to hear ordinary conversations and phone communications.
Able to work at least one weekend day each week.
Qualifications, Experience and Education:
Required — Previous relevant technology experience (2-years)
Preferred — Associate degree in technology or equivalent experience (2-years)
Preferred — Demonstrated technical, leadership, and communication skills
Preferred — Experience in hospitality or service provider networks
Preferred — Industry relevant technical training and certifications
Why you’ll love working at Velocity
We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.
As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.
Diversity and Inclusion
Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.
Our Values – Collaborative and Strong at the Core
Do the right thing
Medical, Dental, Vision
PTO & Paid Holidays
401K – with Employer Match
Company provided Life Insurance, Short/Long-Term Disability
Supplemental Benefits Available
About Velocity MSC
Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/.
Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.
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